Systems and methods to facilitate selling of products and services

ABSTRACT

The system of the present invention provides systems and methods for selling goods and services on, over, through, and in conjunction with the Internet. The system receives session (clickstream) information on a customer&#39;s website session from the enterprise&#39;s website and may also receive customer information on the customer from the enterprise&#39;s CRM or eCRM system. The session information referred to comprises the goods or services the customer is searching and metadata about such search and the relevant products, such as the surfing pattern itself. The system determines from the received information, based on the interaction between matching rules created using the system by the enterprise and the system&#39;s matching engine, whether the customer is a candidate for assistance from a sales associate. The system creates and indexes information on available sales associates and their performance, selling capabilities and product expertise. The system further matches the customer with at least one sales associate, ideally the most appropriate sales associate, based on the customer, session, and sales profile associate information, and facilitates communication between the sales associate and the customer. Additionally, the system provides information on the customer, products or services the customer is interested in, and the collateral sales materials (both internal and external to the enterprise) and selling techniques to the sales associate based on the particular sales opportunity. The system facilitates communication between the sales associate and the customer on the basis of chat, voice over IP, email and the public switched telephone network, including the concept of bridging a chat session into a PSTN conference call during which call the sales associate and customer maintain a co-browsing session with regard to the opportunity over the Internet.

CROSS-REFERENCE TO RELATED APPLICATION

This application claims priority to U.S. provisional application Ser.No. 60/244,039, filed Oct. 26, 2000, which document is incorporatedherein by this reference.

FIELD OF THE INVENTION

The present invention relates generally to electronic commerce, and moreparticularly to methods and systems to facilitate selling interactionsthat originate online.

BACKGROUND OF THE INVENTION

Electronic commerce, or “e-commerce,” as it is commonly referred to,involves the sales of goods or services over, through or in conjunctionwith the Internet. Currently, e-commerce largely concerns the sale ofgoods or services that are relatively simple in terms of the productvariability and complexity. Most e-commerce today derives from one ofjust a few categories of goods that meet this test of simplicity: books,compact discs, flowers and travel (mainly just airline seats).E-commerce is restricted to these categories of goods today largelybecause the goods themselves are simple enough that they can bepresented in an catalog format. The customer does not need to consultwith an expert in these goods or services before purchasing them. Thus,almost all Internet e-commerce sites today are sterile, pureself-service environments.

The complexity and variability of goods and services that sell online isincreasing as greater numbers of enterprises of those goods seek toleverage the distributional efficiencies of the Internet. The increasein the complexity and variability of goods and services requires anincrease in the consultative nature of the sales experience for thecustomer.

For example, in the travel category, most online purchasing activitycurrently relates to airline seats. When purchasing airline seats acustomer has essentially two variables to deal with: (i) flight scheduleand (ii) price. Otherwise, one airline seat is generally the same as anyother. However, as the enterprises seek to sell exotic, luxury travelpackages, such as safaris to Africa or boat trips through the AmazonianRainforest over the Internet, the variables and the complexity of thesales process increases dramatically. For such a sale, a customer willwant to know where to stay, what kinds of food to eat (and what kindsnot to eat), whether the territory is considered dangerous or the tripis considered rigorous, whether special inoculations are required, andother complex questions. These questions demonstrate the added varietyand complexity of the inputs necessary for the customer to make aninformed purchase decision for this kind of service and theyfundamentally require human interaction with a knowledgeable sales agentor product specialist to be answered in a meaningful way. The same typeof complexity is inherent in the purchase of a variety of other goodsand services including banking services (mortgages, retail banking,wealth planning), insurance services, electronics, luxury retail goods(fine watches, jewelry) and automobiles. Sale of these products requiresa “trusted relationship” between a customer and a live sales expert whocan use proven internal and external resources as collateral salesmaterial to close the sale. Fundamentally, these products are sold, notjust dropped in a shopping cart and purchased.

In the offline world today, purveyors of these complex goods andservices strive to create comfortable retail environments in whichknowledgeable personnel politely answer customers' questions aboutproduct and service features, capabilities, and alternatives, facilitatesales, and upsell related products and services, such as servicewarranties. For example, when shopping for a camera in an offline store,a sales associate will guide the customer toward the right camera, selladditional lenses, a case, batteries, a warranty, and perhaps some filmbefore physically walking the customer to the cash register and closingthe sale. E-commerce environments, by contrast, are almost completelyself-service environments, notwithstanding the existence of chatplatforms and other technologies that facilitate online interaction.

It is clear that there is a much higher level of interaction in thephysical world. Customers have come to expect that there will be someoneavailable in a physical location that can answer questions aboutproducts and direct them through the process. It is also frequently thecase that a high-end shopper from a wealthy demographic is matched witha sales associate who, though otherwise skilled in the product to besold, is mismatched with the demographic and psychographiccharacteristics of the buyer.

As enterprises attempt to increase the type and volume of goods andservices bought through an online origination, the availability ofknowledgeable expertise and assistance and relevant sales collateralmaterials must be addressed in order to persuade customers that they canobtain enough product-centric information to make buying over, throughor in conjunction with the online channel an easy, pleasant experiencethat is equal or superior to shopping through other channels. Moreover,the Internet fundamentally changes the way goods and services are boughtby customers. In the offline world, customers go to a store to buy aproduct; online, customers seek a product first, and then identify astore from which it can be purchased.

While a number of companies have extended existing call centertechnology into Internet sales environments in order to enable livevoice or chat sessions with browsing customers, the Internet retailexperience is still largely sterile and unsatisfying. Rather, thecurrent online interaction focuses on customer service rather thansales—a significant distinction as customer services personnel are notwell-suited to closing sales.

“Customer relationship management” (“CRM” or, as adopted for the onlineworld, “eCRM”) solutions providers have existed for several years now.However, few if any of these solutions facilitate meaningful, directhuman interaction through the online channel. In fact, many CRMsolutions that have offered call center support for catalogs and havesimply extended their product offering to include Frequently AskedQuestions (“FAQ”), e-mail and chat—features that most of the eCRMcompanies have in common. Many eCRM enterprises have thus chosen tofocus on facilitating “touchless” e-commerce transactions, i.e.,transactions that do NOT require human intervention.

Online chat or instant messaging is the most personalized andsophisticated mode of customer/sales associate interaction. Usingplatforms developed by companies like AOL, these programs facilitatereal-time online chat between the two parties, occasionally allowing thesales representative to “push” web pages or content to the customer inorder to guide the customer to products or information. Some eCRMcompanies take this one step further by offering voice over IP. Withvoice over IP, if the customer has the right equipment on her computershe can talk to a customer service representative via the Internet. Mostof the programs require the customer to log in to the chat session,allowing the customer service representative to maintain a history ofcustomer contact. Some of the programs also allow the sales associate toview the complete customer purchase and communication history. Again,however, these platforms are typically staffed by customer servicerepresentatives and not sales associates and do not involve any“matching” of the right agent with the customer based on the agent'sprofile and skills, the customer's demographic and psychographiccharacteristics and the nature of the browsing opportunity.

FAQ services use historical “common” inquiries to generate templateresponses to customer questions. Some products go a step further and useartificial intelligence to analyze customer inquiries and generate“smart” answers. E-mail products also use gateway screening orartificial intelligence to answer customer questions in a more efficientmanner than having a customer service representative personally respondto each question. Some e-mail programs also add direct e-mailingcapabilities that can target and customize e-mail campaigns according tohistorical customer data. Some eCRM providers have product configuratorapplications. With these applications a customer is provided with avariety of questions regarding the features of the product they areinterested in. Based on the answers to the questions the applicationwill provide a suggestion as to the best configuration of the productfor the customer. This solution is still a “touchless” experience fromthe standpoint of human interaction.

In general, CRM is reactionary—generally focused on post sale activity,such as, keeping existing customers, resolving problems, and managingcustomer relationships. CRM representatives are generalists, with nospecific product or sales knowledge. By comparison, sales isproactive—focused on pre-sale activity, such as, obtaining customers,avoiding problems, creating customer relationships, and assistingcustomers in the purchase of goods or services. Sales associates aretrained in the art of selling and posses specific and in-depth knowledgeabout goods and services.

A system does not exist that (i) matches browsing customers withexperienced, knowledgeable sales personnel, (ii) provides relevant,opportunity-centric sales collateral information to the sales personneland then (iii) facilitates the type of interaction between the customerand the sales person that is familiar in the offline world.

SUMMARY OF THE INVENTION

The present invention addresses the current lack of online salesassistance by creating the infrastructure to establish a system thatallows accredited, experienced and product-knowledgeable sales personnelto sell goods and services (collectively, “products”), particularlycomplex, highly-consultative products, more effectively over, through,or in conjunction with online channels. The terms “over, through or inconjunction with the Internet,” used singly or in combination,contemplate sales that occur through the present invention that (i) areeffected solely through online interaction, as well as sales that occurthrough the present invention that merely originate online or (ii) arecaptured online, such as through the present invention, but areconsummated either through a telephone connection (as contemplatedherein) or in an offline (face-to-face) setting. With regard to thescenarios contemplated in item (ii) above, the present inventionrepresents a bridge that connects online and offline selling.

The present invention fundamentally changes the Internet purchasingexperience from one akin to browsing in a catalog to one similar topurchasing goods or services in the offline world with real time accessto people who are knowledgeable in the goods or services being purchasedand skilled in the art of closing a sale. Moreover, the presentinvention provides the sales personnel with product information from theenterprise and third parties. The present invention further monitorseach sale and accumulates a record of effective sales techniques andinformation. The present invention further provides real-timecommunication functionality, via Internet chat, voice over IP, Internetstreaming and the public switched telephone network (“PSTN”), thatfacilitates live and effective communication between the sales associate(“SA”) and the customer. The present invention may be implemented by anenterprise either on a standalone basis or on a basis that is integrated(heavily or lightly) with other applications that operate in referenceto an enterprise's Internet site (such as a one-to-one marketingapplication), or an enterprise's existing CRM, inventory, accounting orenterprise resource planning (“ERP”) systems.

The present invention allows enterprises (whether principally online oroffline in nature and heritage) to bring their existing sales force intocontact with online browsers to further the enterprise's ultimateobjective—generating more revenue, irrespective of where a given ‘lead’originates. The present invention further allows a new paradigm toemerge by permitting sales associates to leverage their expertise inselling certain specific products for multiple providers of thoseproducts (e.g., for the sales associate to offer his expertise on aproduct-centric, rather than an enterprise-centric basis). A veritablearmy of available, highly qualified, independent sales associates(functioning as independent contractors with regard to the enterprisethat sells the relevant product) may be unleashed by the presentinvention on an infinite number of live sales opportunities.Alternatively, the instant invention could be deployed within theparadigm commonly existing today—within a ‘captive’ sales force ofexisting employees of the enterprise, again allowing those employees toleverage their sales expertise on a product-centric basis.

The present invention is for use in connection with the Internetenvironment, whether wired or wireless, or can be used with otherenvironments now and in the future. The present invention hasapplication in offline environments as well. For example, the databaseof experienced mortgage agents created by the invention could beaccessed by other mortgage agents within the enterprise (or by theenterprise's management or Human Relations department) to gatherinformation as to who would be the best agent for the first agent tocollaborate with on a given offline opportunity. Similarly, agents coulduse the database of sales collateral materials and their proveneffectiveness in given situations to address a customer's objectionexpressed in an offline, face to face meeting. Thus, there are bothoffline and online applications and utilities of the present invention.Within this application, the word website shall generically mean anyelectronic interface to the enterprise and includes, but is not limitedto, a website on the World Wide Web accessed via a computer or wirelessdevice with a browser functionality and also includes any otherelectronic interface where a enterprise's goods or services can bepurchased, including an Internet-enabled telephone or voice responsesystem.

The system of the present invention provides SAs with interactive toolsthat allow them to emulate, as closely as possible, the interactionbetween customers and sales personnel that are commonly accepted in theoffline world. The closer the online experience reflects its offlinecounterpart, the quicker consumers will adopt the online channel as anadjunct to existing channels. The system of the present inventionperforms several major tasks. First, the system provides a registrationsystem for all SAs that enables the system to keep track of all SAs andallows for a credit and background check on the SA, if desired. Thesystem also provides online training, education, and accreditationprocedures that enable SAs to establish their competency to sellspecific types and categories of products or services and to sell onlinein general (e.g., it measures the SAs online proficiencies, ability totype, ability to navigate the Web, etc.). The system determines whethera customer browsing on a website needs sales assistance based uponavailable clickstream and/or login data (the login data, for example,might identify the customer as a high-net worth individual who eitheralready is or is eligible to become a ‘private banking’ client). Thesystem also allows the customer either to ask for sales assistance or tobe proactively approached with sales assistance by an SA who isaccredited by the system to sell that product and who has been madeaware of the opportunity by the opportunity-matching parameters of thesystem.

As noted above, the system includes a matching engine. The matchingengine dynamically matches SAs with online customers based on a varietyof enterprise and/or system-driven criteria in order to ensure that themost qualified SA is matched with each customer (based on known dataabout the browsing session (the nature of the opportunity), the customerand the agent and his or her rankings, permissions and ratings asdefined by the registration module). The relevant matching criteria arevaried and include clickstream data, demographic characteristics of thebrowser passed through login information or cookies, etc. The systempermits the enterprise that is operating it to establish and weightthese opportunity-matching parameters to achieve the best matchespossible based on past experience with the system's or the enterprise'ssales and marketing objectives. The matching engine additionallydynamically changes the matching criteria based on various factors, suchas sales successes or changing market conditions. The matching engineranks the SAs based on the matching criteria used and generates a listof SAs in rank order. The rules underlying the matching engine can beflexibly changed by the enterprise's staff to set different ‘triggers’for SA/customer interaction in accordance with changes in theenterprise's sales and marketing strategy. In the offline world, acustomer's encounter in a given shopping environment with the salespersonnel available at that location is random, at best. For example, ifan affluent consumer from the 30328 area code in Atlanta, Ga. enters alocal bank branch seeking a complicated mortgage re-finance product, hemay or may not encounter an appropriate expert available in the store atthat time. In addition, he may or may not encounter an SA who knows howto address the needs and buying habits of affluent consumers. Bycomparison, in the financial institution's virtual storefront, the bankcan effectively make its entire sales force available to handle all ofthe traffic encountered at the e-commerce site, but parse that trafficout to the most suitable SAs depending upon an array of variables: thetype of product, the psychographic and demographic characteristics ofboth the customer and the SA, the sales skills of the SA in that productcategory and the SA's demonstrated ability to close a sale online. As aresult, the enterprise is empowered to create far better “matches”between customers and its sales personnel in the online environment thanis possible in the real world.

The mismatches of SA to opportunity, either in terms of the productexpertise of the sales associate, or of the demographic and/orpsychographic characteristics of the consumer and the sales associate,are addressed by the present invention. The present invention addressesthis by matching product-specific SAs with browsing consumers based on(i) available clickstream data that passes information to the systemabout the nature of the sales opportunity itself, (ii) demographicinformation about the customer, (iii) information about theproficiencies of the SAs in the enterprise's sales force (e.g., whichones sell well into these types of product opportunities to these typesof customers) and (iv) the nature of the ‘triggers,’ or matching rulesestablished by the enterprise.

After the matching engine performs the matching function, the SA can belinked to the customer in a variety of ways. First, the system can seekout the best qualified SA for a given opportunity; if that SA is notavailable, the matching engine will go to the next best qualified SA andso on until the customer is being helped. The matching engine can notifythe SA of the opportunity even when he or she is not logged on, such asthrough a page or a call to the associate's telephone. Second, thematching engine can notify the top several SAs and let the SAs “race” tothe customer.

Alternatively, the matching engine can simply provide the SAs with theirmatching score (or simply notify them, without necessarily providingtheir score, that they are eligible for a given engagement), and let theSAs decide whether to contact the customer (or let the SAs ‘race’ to thecustomer). This information is provided to the SA on a series ofSA-facing pages (effectively, an SA desktop) that the SA can view tosee, on a dynamic, real-time basis, the number and kind of browsingconsumers that the SA is qualified under the system to approach. So, theSA can identify opportunities simply by being logged on to the system orthe SA, with the enterprise's permission, can be contacted by the systemwhen an appropriate opportunity for that agent is identified by thesystem.

In essence, the matching engine allows for “can” and “must” approaches,as established through the system by the enterprise (e.g., the vendor ofa given product) that controls its operation. A “can” situation isdefined by the system as one in which an agent may (permissively)approach a browsing consumer based on elements of the matching engine. A“must” situation is defined as one that the enterprise has defined asrequiring an SA to approach (mandatory). The system allows both “can”and “must” scenarios to be executed, and for the parameters that definethese scenarios to be established, weighted, ranked and then re-rankedbased on actual performance.

The system can operate independently to the enterprise's online channelor be connected to the enterprise's CRM, eCRM or other marketing systemsto obtain information about known customers (the system of course allowsSAs to approach both customers who are known to the enterprise (such asthrough login information or a cookie) and customers who are, as far asthe enterprise knows at the time of engagement, simply anonymousbrowsers). The system can also be connected to the enterprise's ERPsystem to obtain product and catalog data, such as alternative productor service choices, and any related products or services, as well asexcess inventory, reduced prices, and any other packages controlled bythe enterprise. This information is provided to the SA on the SA facingweb pages.

An external data gathering engine allows the SAs to collect andrepurpose, at the point of opportunity, collateral sales material(either from the enterprise or from third-party sources available on theInternet or from other sources) that may be helpful in the salesprocess. For example, an SA could perhaps locate an article on the Webfrom The Wall Street Journal that explains why now is the time torefinance; the SA might share that article with a browsing customer toconvince the customer not to postpone the decision. A wide variety ofdata, both internal and external to the client enterprise, could begathered that might prove helpful to closing the sale, includingexisting enterprise-provided sales and marketing materials, magazinearticles, financial calculators, other competitors' web sites orcompetitive comparisons. The data gathering engine collects thisinformation (as established in a baseline (i.e., initial)configuration), and as it has subsequently been used collectivelythroughout the enterprise's sales force), and then can recommendspecific pieces of collateral information for use in conjunction withany particular opportunity to the SA via the SA facing web pages.

Additionally, the system includes a best practices engine that monitorsthe entire sales engagement in order to develop a database of whattechniques and collateral sales material were successful and what werenot successful in particular sales transactions. The best practicesengine continually rates and re-ranks both SAs (in terms of theopportunities available to them) and collateral sales materials (again,on an opportunity-centric basis) on the basis of all activity capturedby the system up to that moment. Accordingly, the system dynamicallyprovides “up-to-the-minute” rankings and the most effective matches ofboth SAs and collateral sales material to any given opportunity. Duringa sales transaction, the SA is provided with these proven “bestpractices” via the SA facing web pages to assist the SA in closing thesale.

The system does not have to result in the “closing” of transactionspurely through online interaction in order to be effective. For example,in a situation as complex as a mortgage transaction, it may besufficient for the engagement to originate online at a browsing session,for the SA to achieve an introduction through a proactive chat session,for the session to bridge from chat to a PSTN conference call, for theagent to make an appointment with the consumer at a retail location andfor the sale ultimately to be consummated face-to-face in a bank branch.Accordingly, the utility of the application is not limited to the onlinechannel. Hence, the present invention also contemplates functionalitythat will allow a sales associate to first communicate with a consumerin chat, but also to bridge from the chat session to a telephonicconference call through the PSTN or via VoIP technology.

The system also continually monitors the sales process and provides thisinformation as well as reports on consumers, SAs, and sales to theenterprise through enterprise facing web pages. This information canalso be sent to offline databases maintained by the enterprise forcorporate management purposes (for example, to an ERP or human resourcessystem). The system can provide integrated SA compensation accounting,if necessary. Further, the system collects a robust database of customerpurchasing patterns that provides valuable customer behavior data to theSAs and enterprises. This data drives future matchmaking (both in termsof agents and collateral sales data that are brought to bear on anygiven opportunity scenario), and also facilitates and informs futuredirect marketing and e-commerce initiatives. Therefore, the presentinvention will substantially enhance customers' online e-commerceexperiences and materially increase the volume of sales made in, over,through, or in conjunction with online environments.

Virtually any enterprise that sells complex or consultative products orservices and that has a website can benefit from the present invention.Many websites, such as auction sites and business to business exchangeplatforms, financial sites, travel sites, catering service sites,wholesale and retail sites, can benefit greatly from the presentinvention. Also, as noted above, there are benefits to the enterprise,in the form of additional data for managing the enterprise, that areeffectively independent of the existence of the web site.

The online channel today is limited to merchandise that has certaincommodity characteristics that are not so complex as to require salespeople to close the sale. The present invention, by contrast, enhancesthe effectiveness of the online sales process particularly with respectto more complex, less commoditized offerings such as electronicequipment, automobiles, financial products (mortgages, car leases andother loans, insurance, wealth planning, mutual funds and securities),luxury products (such as fine food and wine, jewelry, cosmetics) andother merchandise and services that typically require a high-level ofsales assistance. Thus, the present invention allows enterprises tosubstantially expand the categories of merchandise that can beeffectively sold through or in conjunction with an online channel.Moreover, by allowing SAs to proactively approach browsers online, thepresent invention effectively allows enterprises to man their onlinepresence with real people, who can then use the communicationfunctionality offered through the present invention to addressconsumers' needs in real time, either for the purpose of closing thedeal online or generating a ‘hot lead’ that can then be passed into theexisting offline channel. Thus, the present invention effectivelymarries or bridges the online and offline selling processes, and allowsthe enterprise's existing “offline” human selling resources to beleveraged against online opportunities.

Online customer service solutions are expected to grow from a $162million market in 1999 to $1.95 billion in 2004. Most such solutions arefocused on the post-sale, eCRM space. The present invention, bycontrast, focuses on sales as a discipline that is distinct fromcustomer service. Moreover, the present invention addresses the onlinesales problem by matching real-time sales opportunities withexperienced, accredited, knowledgeable sales personnel—in effect placinga human face into the online channel—and arming those personnel withopportunity-centric collateral sales material.

A major difference between current eCRM solutions and the presentinvention is that the present invention goes beyond existing CRM tacticsby matching the customer with the best SAs for the customer's needs onan opportunity-centric and customer-centric basis, bringing the mostappropriate SA to the opportunity, and then providing that SA with thenecessary tools to complete the sale (both data assets and communicationfunctionalities). This should be compared to current eCRM solutions thatmerely provide access to a call center representative who isinadequately trained to answer questions about products or suggestreasonable alternatives to the customer. By establishing personalized,human interaction as part of the sales process rather than waiting for acustomer to ask for assistance, the present invention dramaticallyimproves the e-commerce experience. Additionally, the present inventionallows for an SA to have a relationship with the customer (rather thanthe “database” building a relationship with the customer), helping tofacilitate a smoother transition (from a customer experienceperspective) from a bricks and mortar purchasing experience. Further,the present invention provides an intelligent, personalized solution—notan artificially intelligent, mechanized solution. Finally, the presentinvention contemplates a series of real-time communicationfunctionalities—chat, VoIP, streaming media and, importantly, thePSTN—that bridge the online and offline channels and make the onlineexperience far more robust from a selling perspective.

Perhaps the most compelling reason for increasing customer satisfactionby using SAs is to increase customer loyalty. Repeat customers visit asite twice as often and spend one-third more than the casual visitor.SAs can be expected to establish ongoing relationships with customers,increase spending per customer (the average sale amount today is $112per transaction), as well as growing the number of repeat customers.

BRIEF DESCRIPTION OF THE DRAWINGS

FIG. 1 is a functional diagram illustrating the external connectivity ofa preferred embodiment of a system for linking sales associates withcustomers according to the present invention.

FIG. 2 is a functional diagram schematically illustrating thearchitecture of the system and the external connectivity of the systemwith an enterprise.

FIG. 3 is a flow diagram illustrating the registration andauthentication process according to one embodiment of the presentinvention.

FIG. 4 is a flow diagram illustrating the training and accreditationprocess according to one embodiment of the present invention.

FIG. 5 is a flow diagram illustrating the matching process according toone embodiment of the present invention.

FIG. 6 is a screen shot of the Sales Office function of an SA userinterface.

FIG. 7 is a screen shot of a Sales Floor function of the SA userinterface.

FIG. 8 is a further screen shot of the Sales Floor function of the SAuser interface.

FIG. 9 is a screen shot of a Certification function of the SA userinterface.

FIG. 10 is a flow diagram of the sales process according to anembodiment of the present invention.

DETAILED DESCRIPTION

FIG. 1 shows the connectivity of an embodiment of the system 10 of thepresent invention to other entities. System 10 can interface with otherexternal entities, sales associates (“SAs”) 214, enterprises 14,credit/background check agencies 16, enterprise related third parties17, and unrelated third parties 18. System 10 is indirectly connected tocustomers 200 through the enterprise 14. System 10 matches a customerwith the best qualified SA or SAs based on predetermined criteria andprovides the SAs with sales tools and information to enable SAs viaSA-facing web pages to ably assist customers to make purchases at theenterprise's website. Further communication between the SAs andcustomers is facilitated by the communication bridge 234. System 10further provides enterprise-facing web pages to enable the enterprise tomonitor the sales process.

An enterprise, as previously described, can be any organization orinstitution that engages in the selling of products, goods, or servicesof a complex nature. Retailers, insurance companies, real estatecompanies, auctions, professional services firms, travel agencies,financial institutions, stock brokers, and others similarly situated fitwithin the broad and limitless profile of organizations who utilize thesystems and processes according to the present invention.

SAs can work for the enterprise, Captive SAs (CSA), or can beIndependent SAs (ISA), who represent the same product or set of productsas independent contractors for a number of different enterprises.

Examples of some enterprise related third parties 17 are theenterprise's CRM or eCRM system, the enterprise's ERP system, theenterprise's data mining/analytics/marketing platforms, the enterprise'shuman resources system, and the enterprise's inventory, accounting andother back office systems. Unrelated third parties 18 are parties thathave relevant information to assist in the selling process, such asConsumer Reports, the Wall Street Journal and even conceivably acompetitor's website (assuming a comparison of the primary vendor'soffering with the competitor's offering will reflect favorably on theprimary vendor's offering). Credit/background reporting services 16 areany service that provides information on a person's credit history,criminal record, and other personal background information. Theseservices can be accessed to verify the identity of an SA or assist anenterprise in accrediting an SA (the latter function is particularlyimportant insofar as the enterprise is engaging ISAs, who are unlikelyto be known to the enterprise, as independent contractors). In CSAscenarios, this information will most likely be passed from theenterprise's ERP and/or HR system directly to the system.

System 10 may take the form of a network of desired systems, computers,or other functionality, located in one or more geographical locations,running any desired operating systems and applications. In oneembodiment, system 10 is J2EE compliant and is implemented on a SunMicrosystems, JAVA-based architecture and in another embodiment system10 is implemented in a Linux-based system. System 10 may be connected tothe sales associates 12, enterprises 14, credit/background checkservices 16, and enterprise related third parties 17 and any otherdesired entity via public or private packet switched or other datanetworks including the Internet, circuit switched networks, such as thePSTN, wireless network, or any other desired communicationsinfrastructure 21. Server is used herein to refer to an application onan individual server or a portion of a server shared with otherapplications.

FIG. 2 illustrates schematically, in more detail, the connectivity andarchitecture of the system 10 when connected to a particular enterpriseserver 14. A customer 200 accesses a website at the enterprise server 14via a web browser 202, such as Internet Explorer from MicrosoftCorporation. As the customer is browsing the enterprise's website, theenterprise monitors the activities or session information of thecustomer 200. A session information message or messages, typically, butnot necessarily, passed in XML format, are sent from the enterpriseserver 14 to an opportunity qualifier 204 in an engagement engine 205.Session information includes a variety of clickstream-derived data, suchas, for example, whether the customer has requested assistance from anSA, whether the customer has indicated that it does not want assistancefrom an SA, the page on a website that the customer is viewing, and/orthe goods or services the customer is examining on that page,demographic or other information about the customer extracted from theweb page the customer is examining (such as the value of a mortgage thatthe customer is seeking, extracted from a mortgage calculator thecustomer is filling out), the contents of the customer's shopping cart,the time that the customer has looked at a given product on a given Webpage, the customer's surfing pattern, the identity of the customer, andthe customer's past purchasing history with this enterprise. Theopportunity qualifier 204 may also receive customer information aboutthe customer 200 from a enterprise's customer database 206 via a contentengine 208. The content engine 208 accesses the customer databasethrough, for example, the enterprise's eCRM system. The customerinformation may include some or all of the following information: thecustomer's name, address, past purchase information, past SAs used,items of interest, past site activity, and recommended purchases basedon past purchasing history, if such information is available about thecustomer. Based on the session information and/or the customerinformation received, the opportunity qualifier 204 determines whetherthe customer is required to receive assistance from an SA (a “must”scenario) or is a potential target for permissive assistance from an SA(a “can” scenario).

If the opportunity qualifier 204 determines that the customer wants orcould use help from an SA, the opportunity qualifier 204 sends an XMLopportunity message to an Expert Sales Availability Choice Technology(“ExSACT”) matching engine 212. The opportunity information sent to theExSACT matching engine 212 from the opportunity qualifier 204 includessession information and customer information.

An SA connects to the system 10 either through the enterprise's internalnetwork (“intranet”) and/or through a web browser 216, such as InternetExplorer from Microsoft Corp. Before beginning to assist customers withspecific goods or services, an SA must register with the system and mustbe accredited to sell the specific goods or services. An SA registers,trains and obtains certification via a skills engine 218. The Skillsengine 218 may also receive performance data regarding SAs from theenterprise's existing ERP/HR systems 217. Performance data includes suchthings as the SA's performance ratings within the enterprise (based onan unlimited variety of performance criteria, including revenues, theSA's return or rescission rates, etc.), and any accreditations orlicenses to sell certain products. This information on individual SAs isstored in the SA data base 219. The skills engine 218 also continuallygathers information concerning sales transactions and the performance ofthe SAs within specific transactional contexts, and generates reports onthe transactions as well as performance reports on the SAs. Such salestransaction information includes, for example, whether the salestransaction resulted in a sale, the amount of the sale, and the productssold or attempted to be sold. The skills engine 218 can includeaccounting applications to monitor the sales made over the system andmanage the payment of SAs and invoicing of the enterprises. The systemalso includes applications that monitor and generate reports on theenterprises and customers and can be provided to the enterprise offlineor online via enterprise facing web pages. If the system is used withindependent SAs, the system connects with credit/background reportingservices so that background and credit reports of the SA can beobtained. This information is likely not necessary with a captive SA.

Once an SA is online, registered, and certified, the SA can access thedesktop 220. When an SA is logged into the desktop 220, the SA's profileinformation is sent to the ExSACT matching engine 212. An SA's profileinformation includes, for example, the SA's name, products or servicesaccredited to sell by the system, and performance data with respect tothe SA's performance using the system. The SA's profile information iscontinually updated by the system. Based on the profile information ofthe currently available SAs, customer information (if available), andsession information, the matching engine creates an ordered list ofavailable SAs best suited to assist the customer. The matching is donein a variety of enterprise- and system-specified ways, as explained inmore detail below. The list of SAs is sent from the matching engine tothe queue control 210 and the queue control ensures that an SA is pairedup with the customer and that the SA responds to the opportunity.

The desktop 220 presents the SA with a communication user interface inthe form of web pages through which the SA can monitor customers on theenterprise's website, interact with and assist the customers, interactwith other SAs, and access various goods, services, best practices, andexternal information. The SA can take over the customer's navigationthrough the enterprise's website or can take the customer to a thirdparty website. The collaboration feature can be provided bycollaborative browsing tools from companies such as TogetherWeb,HipBone, and Cisco.

The desktop 220 receives product and catalog information from a productdata base 224 via the content engine 208. The content engine 208accesses the product data base 224 via, for example, the enterprise'sERP system. The types of product information include, for example,product specifications, collateral products (e.g., like products orproduct substitutes at varying price points), warranty information,product competitive data, comparative product information from othercompetitive enterprises and upsell and cross-sell information. The typesof catalog information include, for example, inventory information(availability or backlog), pricing information, promotional or saleinformation, terms of sale, and commission information.

The desktop 220 receives external information from a caching database225 via the content engine 208 and from a best practices database via apractices engine 230. The practices engine 230 collects and organizes inthe caching database 225 and the best practices database 232 externalmaterials such as product slicks, magazine articles, competitorcomparisons, third-party financial calculators and comparisonengines—essentially, any kind of information whether provided from theenterprise, from third parties and made available digitally (includinginformation available on the Web) or from SAs in past selling situations(such as a good ‘pitch’ to use in a given sales scenario).

Product, catalog, and external information is gathered electronically,either passed from the product database 224 in the case of internalinformation, or, in the case of external information, generated from abaseline of external sources approved and established by the enterpriseand captured through usage of the system over time. This information isthen presented to the SA by the desktop 220. Product, catalog, andexternal information can be collectively referred to as salesinformation.

The desktop 220 receives best practices information from the bestpractices data base 232 via the practices engine 230. The practicesengine 230 monitors all communication, data, external information, andresources (collectively “assets”) used by an SA during a sales encounterand for a particular product or service. All of this information is thencataloged by enterprise, vertical and/or product as well as scored basedupon the outcome of each related sales interaction to formulate a set ofbest practices. The best practices information is then stored in thebest practices data base 232. The practices engine 230 indexes allaspects of the sales transaction (e.g., text transcripts of online chatsessions, audio transcripts of voice over IP sessions and/or telephonesessions, browser driving, etc.) in a manner that allows the practicesengine to point-deploy dynamic best practice detail against the specificparameters of each sales engagement. During a sale, an SA has access tothese stored best practices and external information through the desktop220 to assist closing the sale, as discussed below with reference toFIGS. 7 and 8. The practices engine builds a correlation between theassets used, the use of an asset in a given opportunity, and how manytimes the asset was used successfully. This information can also beprovided to enterprises offline or via enterprise facing web pages onthe desktop 220, as it provides them with valuable customer behaviordata.

Further communication between SAs and customers is facilitated bycommunication bridge 234. Communication bridge 234 facilitates methodsof communication such as by telephone, instant messaging, webcollaboration, web conferencing, e-mail, and voice over IP. Thetelephony side of the communication bridge 234 is known in the art andmade by such companies as J2 Global Communications and Z-TelCommunications and the instant messaging and web collaboration side ofthe communications bridge is known in the art and made by such companiesas Cisco, TogetherWeb, and HipBone. The communication bridge 234 can beinternal or external to the system 10. Through this communicationbridge, a customer/SA sales engagement commenced in chat online can bebridged through such a third-party to a PSTN-based conference call. Thisbridge is established either by the SA providing the customer with atoll free number to call or by the customer providing the SA with thecustomer's telephone number so that the SA call establish a telephonecall with the customer via the communications bridge 234. In thatconference call, if the SA has access to both a phone line and theInternet, the SA and customer can communicate via voice, while stillmaintaining a co-browsing session on the Internet, i.e., the SA can talkto the customer while navigating the customer through the Internet.

FIG. 3 provides a flow diagram of the registration and authenticationprocess according to one embodiment of the present invention. At 70, theSkills engine 218 receives a registration request. At 72, the Skillsengine 218 unit determines if the requester is a registered SA by the SAentering a preselected username and password or other identificationverification mechanism. If the SA is registered with the system, theSkills engine 218 logs the SA in and updates its records of online salesagents, as shown at 74. If the SA is not registered, the Skills engine218 requests sales associate information from the SA, as shown at 76.The requested sales associate information may include personal(including a picture), historical, and other core data, such as, thename, address, and phone number of the sales associate, the job titleand status of the sales associate, how many years the sales associatehas been in this job or related jobs, the products the sales associateis interested in selling or is accredited to sell (this could be inranked order), and the sales associate's preferred schedule. The skillsengine may also request and receive some enterprise sales associateinformation on the sales associate. This enterprise sales associateinformation includes, for example, the SA's employment history,performance data on the SA (revenues, rescission rates, etc.), and theproducts the SA is accredited or licensed to sell. Sales associateinformation and enterprise sales associate information is collectivelycombined with any other SA performance data to create an SA profile oneach sales associate. If this is a captive sales agent (CSA), the CSAmay be required to include security information to establish that shecan sell for the particular enterprise. Alternatively, a CSA for aparticular enterprise can register via a enterprise-specific URL todetermine the CSA relationship.

At 78, the sales associate information is received from the SA. Forfraud protection, the Skills engine 218 may cause a request to be sentto a credit/background check agency as shown at 80. This request may besent directly from the system to the agency online or may be doneoffline. As a result, the system will be able to authoritativelyidentify SAs and prevent expelled SAs from gaining re-admittance underan assumed name. At 82, the Skills engine 218 receives the credit andbackground check data from the agencies. Again this can be done onlineor can be done offline. The Skills engine can also receive enterprise SAinformation, such as, for example, product accreditation information,schedule information, and other relevant information and performancedata on the sales associate from the enterprise. The Skills engine 218analyses any credit and background check data, any enterprise salesassociate information, and sales associate information at 84 todetermine if the SA is an acceptable candidate. If not, at 86, the SA issent a rejection. If the SA is acceptable, the SA is sent a notificationof her acceptance, given further instructions about registering andabout the system. The notices can be sent either online or can be sentoffline. The SA then may provide the system with her schedule andcontact preferences, for example, (i) only when online and “available,”(ii) off-line notification preferences, and (iii) off-line notificationpreferences based on SA-established schedule. At 89, the SA may berequired to proceed to the training and accreditation process prior tocompleting the registration process based rules defined by the system orenterprise.

FIG. 4 illustrates a flow diagram of the training and accreditationprocess according to one embodiment of the invention. At 90, the Skillsengine 218 receives a training or accreditation request from an SA. SAsmay be accredited in terms of a merchandise category or a specificproduct or service. Accreditation standards can be created by theenterprise or the manufacturer, but in any event are published by thesystem. In response, at 92 the Skills engine 218 causes the appropriatematerials to be provided to the SA. The materials can be provided to theSA online or can be sent to the SA offline. It is not necessarilyobjectionable that SAs could “cheat” the testing process by, forexample, taking the test on an “open book” basis since they can also“cheat” in the same manner during the online sales experience. Thematerials could be established by the enterprises or by themanufacturers of certain products. The training materials contain thebest practices information captured by the best practices engine 230 andenterprise supplied materials from the product data server 222. At 94,the Skills engine 218 receives and analyzes the results of the SA'straining or accreditation and then at 95 the Skills engine 218 evaluatesthe observed performance metrics. At 96, the Skills engine 218determines whether to accredit the SA. Then at 98, the Skills engineupdates the SA records to indicate any new accreditation levels. Uponaccreditation, the SA receives a “license” from the system or theenterprise to sell a specific good or service or category of goods orservices. Licenses could also be granted on the basis of othercategories as well, such as by geography, by demographic of the customer(reflected perhaps by customer login information or zip codeinformation) or by any combination of the foregoing (e.g., by productand by demographic).

The testing and accreditation process can be performed online, manually,or a combination of both. The testing and accreditation process givesthe system the ability to train and accredit SAs in order to effectivelygrant licenses to sell specific categories of products, goods, orservices. Each enterprise can impose the training or certification levelit desires before an SA will be permitted to sell at the enterprise'swebsite.

Turning now to FIG. 5, the matching functionality of the ExSACT matchingengine 212 assures that the most qualified SA or SAs are matched to eachbrowsing opportunity that meets “can” or “must” scenarios as defined bythe matching engine. The following description of the matchingfunctionality is provided in terms of a captive SA and enterprise orenterprise specific matching, but it is equally applicable to anindependent SA selling the same product or set of products as anindependent contractor on behalf of a variety of different enterprises.

At 500, the opportunity qualifier 204 identifies a browsing session thatrepresents a sales opportunity (based on session information and, ifavailable, customer information). The opportunity context server 204sends the matching engine a request for SA assistance based on thenature of those parameters. At 502, the matching engine determines theapplicable rule set to apply to the matching. The rule set is determinedby the product or service the customer is interested in or other“triggers” established by the enterprise (for example, the enterprisecould instruct the system to find a qualified sales associate whenever amortgage calculator involving an original principal balance of $300,000is engaged). The applicable rule set is determined from page-to-productmapping 504, enterprise specific product hierarchy 506, and matchingrules 505. Page-to-product mapping 504 decodes the URL information fromthe session attributes to determine what product the customer is lookingat. The page-to-product mapping 504 could be part of the opportunityqualifier 204 or could be separate. The enterprise-specific producthierarchy is then used to determine if the product the customer isinterested in has a corresponding rule set. If the specific product doesnot have a rule set, then the lowest applicable rule set is determinedfrom the hierarchy. The appropriate rule set is then selected from thematching rules 505.

Once the appropriate rule set 503 is determined, at 508 the matchingengine evaluates all SAs against the rules of the chosen rule set.First, at 509, an unordered list of qualified SAs is produced. Thematching is dynamically performed by weighing customer information,session information, and SA profile information according to the ruleset, and each qualified SA is given a matching score. The SA profilesare continually updated by the system to provide the most currentinformation for the ExACT matching engine. The matching score is basedon the relative ranking of each SA within the bounds of a particularrule multiplied by the relative importance of that rule among all therules for a particular rule set. At 510, the matching engine ranks theSAs based on the resulting matching scores. A list is generated ofqualified SAs in rank order at 512. The list is then sent to the queuecontrol at 513 and the queue control 513 ensures that a SA from the listis paired up with the customer.

Depending on the enterprise's preference, the matching engine matchesthe customer with an available SA with the highest matching score andalerts the SA that she must contact the customer, alerts qualified SAsat the top of the generated list that a customer needs assistance, orsimply provides the SAs with their matching score and lets the SAsdecide whether to contact the customer. With the second option, the SAsthen “race” to the customer and the first SA to respond assists thecustomer. The SAs, in all scenarios, are notified through the desktopcommunication user interface, instant messaging, e-mail, telephone,wireless device, and/or any other applicable means and may be providedwith their matching score. If the pool of available SAs is low, thematching application can cause SAs to be contacted via instantmessaging, e-mail, telephone, wireless device, and/or any otherapplicable means to get online. Again, the SAs are contacted through avariety of means.

In one embodiment, the desktop 220 provides a simple user interface, forexample, enterprise-facing web pages, to the ExSACT matching engine 212for the enterprise to change the matching rules, introduce new rules, orreweigh existing rules for the matching engine. The matching engine alsodynamically changes the matching rules based on various factors, such assales successes or changing market conditions. Through this dynamicranking feature, the matching engine produces “up-to-the-minute”opportunity matching based on criteria established by the enterprise andthe success of the SA base in using the system.

FIG. 6 illustrates a screen shot of the Sales Office section of the SAuser interface. The Browsing Customers window 600 displays customersbrowsing for products that the SA is accredited to sell and that thematching application has matched the SA with. The SA can set theBrowsing Customers window to display all customers looking at products,which the SA is accredited to sell, or just customers looking atspecific products the SA is accredited to sell. SAs accredited to selldifferent products would see different views of the aggregate browsingactivity at the enterprise's website. The Browsing Customers window 600specifically displays, inter alia, the name of the customer, if thisinformation is available, the SA's matching score for the customer, thenumber of clicks the customer has made, what the customer is currentlyviewing, and the amount of time the customer has been browsing.

The Inbox window 602 displays messages from customers along with thecustomers' names, type of message, and date received. The SA can createnew messages or can reply to the customer's messages via the Inbox.

To the extent that data is available on the customers, the CustomerProfile window 604 displays a list of these customers obtained from thecustomer data server 208. Basic information about the customer (such asaddress and phone number) is displayed and a menu of additionalinformation, such as, relationship, correspondence, and personal notes,is displayed. By clicking on one of the menu items additionalinformation is displayed in a More Detail window (not shown).

The top left hand side of the screen displays the various functions thatare available to the SA at the Sales Office, for example, DailyInformation, Browsing Customers, Product Resource Finder, ProductResource Library, Customer Profiles, and Inbox.

When an SA is linked with a customer, a Sales Floor screen is displayedon the SAs user interface as shown in FIGS. 7 and 8. The Sales Floorscreen has a Session History window 700 that allows an SA to view thesession history of the customer and view a current map of the customerin the website, the current flow of the customer, past maps, and pastflows. A Customers Browser window 701 is also displayed on the SalesFloor screen that allows the SA to view what the customer is viewing. Ifallowed by the enterprise and/or the customer, an SA may manipulate andcontrol the customer's browser and may ‘whiteboard’ on the pages thecustomer is viewing.

The Chat With Customer window 704 allows the SA to communicate with thecustomer. Instant messenger is the method of communication shown in theCustomer Interaction window 704, as well as a list of commonly usedphrases. The SA and customer can communicate via voice over IP,telephone, e-mail, or on a variety of applicable means. If the customerhas the capability to receive a telephone call while connected to theInternet, the SA can connect to the customer via voice over IP or atelephone call over the PSTN through a bridge provided by the system.The customer can continue to view applicable web pages while conversingwith the SA.

The Product Resource Finder 702 window allows the SA to select aparticular product, for example, loans. The SA can, by clicking on aparticular product, obtain additional product and catalog informationconcerning the product or service. The Product Resource Finder may alsobe used to assist the SA in identifying related products to be suggestedas upsells or cross-sells. The SA can search for products or browsethrough categories of products. Information is provided to the ProductResource Finder window from the product database 224 via the contentengine 208.

The Product Resource Library window 706 is used by the SA to accessadditional information about a particular product or service. In theexample used in FIG. 8, the SA desires more information regardingmortgages. The Item Information window 706 provides the SA with bestpractices information from the practices engine 230. As explained above,the best practices information includes sales advice, externalinformation, and product and catalog information, such as comparisons toother products, third party information regarding the product, salespitches, related products, specific product information, warrantyinformation, promotional information, shipping options, and terms ofsale.

The Transaction Detail window 708 displays the customer's shopping cartto the SA. The SA, subject to the enterprise's and/or the customer'spermission, can manipulate the customer's shopping cart.

FIG. 9 illustrates the Certification screen of the SA user interface.The Qualifications window 900 shows the SA the products and servicesthat the SA is qualified to sell as well as the SAs rankings in herqualifications. The Certification Information window 902 provides the SAwith information concerning the particular certifications available. TheCertification detail window 904 provides the SA with an online test forcertification.

FIG. 10 illustrates a flow diagram of the sales process using the systemof the invention. At 1000, a customer enters a website. If the customer,is a returning customer of the website, the website greets the customerat 1002. The ExSACT matching engine 212 then matches the customer with aspecific SA or several SAs. In step 1004, the SA greets the customer.This greeting is either re-active (if the customer has requested help)or pro-active (if the customer has not specifically requested salesassistance) depending on the customer's actions and the setup of thewebsite. The SA evaluates the customer's intent at 1006 and determineswhether the customer desires assistance at 1008. If the customer doesnot want assistance, the SA disengages at 1010.

If the customer does seek assistance, the SA then evaluates thecustomer's needs further through communication with the customer andaccessing data on the customer at 1012. At this point, the SA determinesthe products, features, price range, user, and the customer's productknowledge. The SA then performs research at 1014 using the ProductResource Finder and Product Resource Library Information windows shownin FIG. 8 to access the best practices data. The SA directs the customerto specific products at 1016 and provides additional information asnecessary to close the sale. The SA can use external (Web) assets aspart of the experience, for example, the SA can take the customer to acompetitor's website to show the customer the higher prices beingcharged by the competitor.

The SA evaluates whether the customer made a selection at 1018 and if sosuggests related merchandise at 1022. The SA can then perform researchat step 1014 on the related merchandise and then the process continuesas before. If the customer did not make a selection, the SA furtherevaluates whether the customer is finished shopping at 1020. If thecustomer is not finished shopping, the SA evaluates the needs of thecustomer further at 1012 and the process continues as before. If thecustomer is finished shopping, the SA offers additional productinformation at 1024 and reinforces the customer's selection at 1026. Thecustomer proceeds to the enterprise specific check out process at 1028.The SA can assist the customer at the check out process. At 1030, asatisfied customer leaves the website. The SA can follow up with thecustomer through the methods shown at the bottom of FIG. 10.

The foregoing is provided in order to disclose the invention inaccordance with the patent laws, and more particularly to disclosepreferred embodiments of systems and processes according to the presentinvention. Modifications, adaptations, and changes may be made to whatis disclosed without departing from the scope or spirit of theinvention, which is to provide systems and processes to facilitateselling on, over, through or in conjunction with the online channel.

1. A method for selling goods and services in conjunction with theInternet, comprising: receiving session information from an enterprise'swebsite about a customer's session on the website, the sessioninformation comprising the products the customer is searching; receivingany customer information on the customer from the enterprise;determining from the session information and any customer informationthat the customer constitutes a sales opportunity appropriate forassistance from a sales associate; matching the customer with at leastone sales associate; facilitating communication for a sales transactionbetween the customer and the matched sales associate via the Internet;receiving sales information; and providing the session, customer, andsales information to the matched sales associate based on the particularsales opportunity with the customer.
 2. The method of claim 1, whereinthe customer information is received from the enterprise.
 3. The methodof claim 1, wherein the customer information is received from a thirdparty.
 4. The method of claim 1, wherein the session information isparsed and segmented in accordance with product accreditations achievedby sales associates, whereby each sales associate is presented withdifferent types of sales opportunities depending on the productaccreditation of the sales associate.
 5. The method of claim 1, whereinsales opportunities are determined from a single website.
 6. The methodof claim 1, wherein sales opportunities are determined from a pluralityof websites all operated by a single enterprise and the sales associatesare employed by the enterprise.
 7. The method of claim 1, wherein salesopportunities are determined from a plurality of websites all operatedby different enterprises and the sales associates are independent fromthe enterprises.
 8. The method of claim 1, further comprising;facilitating bridging out from Internet communication between thecustomer and sales associate to another mode of communication betweenthe customer and sales associate.
 9. The method of claim 8, wherein thebridged mode of communication occurs over a public switched telephonenetwork.
 10. The method of claim 8, wherein the bridged mode ofcommunication occurs over the Internet via an IP-based communicationprotocol.
 11. The method of claim 8, wherein the bridged mode ofcommunication occurs over a wireless communication network.
 12. Themethod of claim 1, wherein the sales associate has the capability tomanipulate the customer's navigation of the Internet.
 13. The method ofclaim 1, wherein the sales associate is provided session, customer, andsales information on web pages via the Internet.
 14. The method of claim1, wherein the sales information comprises product information, cataloginformation, and external information.
 15. The method of claim 1,wherein some of the sales information is obtained from the enterprise.16. The method of claim 1, wherein some of the sales information isobtained from a third party.
 17. The method of claim 1, wherein thesales information provided to the sales associate is pertinent to thesales opportunity based on the characteristics of the sales opportunity.18. The method of claim 1, wherein the sales information provided to thesales associate is associated with the results of a previous salesopportunity and the association produces a dynamic re-ranking of theaggregate sales information available in terms of selling effectiveness,and results of the re-ranking are automatically incorporated into thesales information provided to a next sales associate presented with asimilar sales opportunity.
 19. A method of matching an online customeron a enterprise's website with at least one online sales associate,comprising: receiving session information on a customer session on theenterprise website; receiving any customer information on the customer;receiving sales associate profile information on the sales associates;determining an appropriate matching rule set to apply; applying the ruleset to the session, customer, and sales associate information;formulating a matching score for each sales associate; and ranking thesales associates based on the matching score.
 20. The method of claim19, wherein determining the appropriate matching rule set to apply isbased on the session information.
 21. The method of claim 19, furthercomprising: dynamically re-ranking the sales associates' rankings basedon actual experiences within the system.
 22. The method of claim 19,further comprising: alerting a sales associate to contact the customer.23. The method of claim 19, further comprising: alerting more than onesales associate to contact the customer.
 24. The method of claim 23,further comprising: allowing only the first sales associate to contactthe customer to communicate with the customer.
 25. The method of claim19, further comprising: alerting more than one sales associate that thecustomer can be contacted.
 26. The method of claim 19, furthercomprising: alerting a sales associate that the customer must becontacted.
 27. The method of claim 19, further comprising: providing thematching scores to the sales associates.
 28. The method of claim 19,wherein the rule set is determined by the enterprise.
 29. The method ofclaim 28, wherein the enterprise determines the rule set based theenterprise's sales and marketing strategies.
 30. The method of claim 19,further comprising: modifying the rule set.
 31. The method of claim 30,wherein the rule set is modified by the enterprise via the Internet. 32.The method of claim 30, wherein the rule is set is dynamically modified.33. The method of claim 19, wherein the matching score is dynamicallycalculated by determining, for each sales associate, the score for eachrule within the rule set, multiplying the score for each rule based onthe relative importance of the rule to get a weighted rule score, addingthe weighted rule scores.
 34. A method of gathering sales information,comprising: monitoring online sales transactions between salesassociates and customers; indexing and ranking information and salestechniques used by the sales associate during the transaction to createbest practices information; and storing the best practices information.35. The method of claim 34, further comprising: providing a salesassociate with the best practices information during an online salestransaction based on a particular sales transaction.
 36. The method ofclaim 34, wherein the best practices information comprises productinformation, sales techniques, and external materials.
 37. The method ofclaim 34, further comprising: providing an enterprise with the bestpractices information.
 38. The method of claim 37, wherein the bestpractices information is provided to the enterprise via the Internet.39. The method of claim 37, wherein the best practices information isprovided to the enterprise offline.
 40. The method of claim 34, furthercomprising: dynamically re-ranking the best practices information basedfurther sales transactions.
 41. A method of gathering sales informationfrom an online sales transaction between a sales associate and acustomer, comprising: monitoring online sales transactions between salesassociates and customers; indexing and ranking all information and salestechniques used by the sales associate during the transaction to createbest practices information; storing the best practices information; andstoring the outcome of the sales transaction.
 42. The method of claim41, further comprising: re-ranking all information and sales techniquesbased on subsequent online sales transactions; and continuallydistributing the best practices information to sales associates, wherebythe sales associates receive the current best practices information. 43.The method of claim 41, further comprising: storing the methods ofcommunication used during the sales transaction.
 44. The method of claim41, wherein the best practices information comprises productinformation, sales techniques, and external materials.
 45. The method ofclaim 41, wherein the outcome of the sales transaction comprises theproducts sold and the amount of the sale.
 46. The method of claim 45,wherein the outcome of the sales transaction further comprises thecommission earned by the sales associate.
 47. The method of claim 41,further comprising: providing a sales associate with the best practicesinformation during an online sales transaction based on a particularsales transaction.
 48. The method of claim 41, further comprising:providing an enterprise with the best practices information, salestransaction information, and method of communication information. 49.The method of claim 48, wherein the best practices information, salestransaction information, and method of communication information isprovided to the enterprise via the Internet.
 50. The method of claim 48,wherein the best practices information, sales transaction information,and method of communication information is provided to the enterpriseoffline.
 51. The method of claim 41, further comprising: dynamicallyre-ranking the best practices information based on further salestransactions.
 52. A method of registering sales associates to assistcustomers in online sales transactions, the method comprising: receivinga registration request from a sales associate; receiving sales associateinformation from the sales associate; analyzing sales associateinformation to determine if the sales associate is an acceptablecandidate to assist customers; notifying the sales associate that thesales associate is an acceptable candidate upon a determination that thesales associate is an acceptable candidate; and matching the salesassociate with a customer browsing on an enterprise's website.
 53. Themethod of claim 52, further comprising: requesting credit and backgroundinformation on the sales associate from a third party; and receivingcredit and background information on the sales associate from a thirdparty.
 54. The method of claim 52, further comprising: receiving aschedule of availability from the sales associate.
 55. The method ofclaim 52, further comprising: receiving method of contact preferencesfrom the sales associate.
 56. A method of registering sales associatesto assist customers in online sales transactions, the method comprising:receiving a registration request from a sales associate; receiving salesassociate information from the sales associate; receiving enterprisesales associate information comprising product accreditations from anenterprise employing the sales associate; analyzing sales associateinformation, enterprise sales associate information, and testing resultsto determine if the sales associate is an acceptable candidate to assistcustomers; and notifying the sales associate that the sales associate isan acceptable candidate upon a determination that the sales associate isan acceptable candidate.
 57. The method of claim 56, further comprising:ranking the sales associate based on sales associate information andenterprise sales associate information; and matching the sales associatewith a customer browsing on the enterprise's website.
 58. The method ofclaim 56, further comprising; testing the sales associate to determineproduct accreditations.
 59. A method of accrediting sales associates toassist customers in online sales transactions, the method comprising:receiving an accreditation request from a sales associate; deliveringappropriate testing materials to the sales associate; receiving thecompleted testing materials from the sales associate; analyzing thecompleted testing materials from the sales associate; updating a recordfor the sales associate to indicate a new level of accreditation; andmatching the sales associate with a customer browsing on an enterprise'swebsite based on the accreditation.
 60. A method for selling goods andservices in conjunction with the Internet, comprising: receiving sessioninformation from a plurality of websites about customers' sessions onthe websites, the session information comprising the products thecustomers are searching; receiving any customer information on thecustomers; for each customer, determining from the session informationand any customer information that the customer constitutes a salesopportunity appropriate for assistance from a sales associate; matchingthe customers with at least one sales associate; facilitatingcommunication for a sales transaction between the customers and thematched sales associates via the Internet; receiving sales informationfor each sales opportunity; and providing the session, customer, andsales information to the matched sales associates based on theparticular sales opportunity with the customer.
 61. The method of claim60, wherein the websites are all operated by a single enterprise and thesales associates are employed by the enterprise.
 62. The method of claim60, wherein the websites all operated by different enterprises and thesales associates are independent from the enterprises.